Formal Complaints Handling Procedure
We define a formal complaint as written expression of dissatisfaction with our service, as detailed within our Terms of Service and Delivery Standards, or the service of a contractor instructed by us on your behalf, which is unable to be resolved by frontline resolution.
We endeavour to resolve all concerns early and through telephone or face to face discussion. If you are unhappy in any way, please tell us. It is important for us to hear what your concerns are, for you to provide us with as much information as possible and more importantly to let us know what would resolve your concerns.
We hope to resolve all concerns through frontline resolution discussions, however, should you remain unhappy, you will be advised to submit a formal complaint to us through the following procedure.
Step 1 – Formal Complaint Identification and Investigation
If our frontline resolution does not resolve your concerns you may request our “Application for Formal Complaint Resolution” form for completion and return. Completion of this form will help us to understand why you remain dissatisfied and the outcome you are looking for. The form will be acknowledged within 3 working days of receipt and the formal complaint investigated. Our aim at this step is to provide written confirmation of the investigation findings along with resolution to your formal complaint within a 14 working day period, from date of receipt. If more time is required, we will advise you of the reason for this and also when you can expect to receive our response.
At this stage your formal complaint will be investigated and responded to by a Team Manager or Associate Factoring Director, whose contact details will be provided to you.
Step 2 – Formal Complaint Review and Final Decision
If after receipt of our step 1 response you remain dissatisfied with the resolution offered, this should be intimated to our office in writing within a period of 28 days. Upon receipt, a final review of your formal complaint will be carried out and our final written decision issued within a 14 working day period, from date of receipt. If more time is required, we will advise you of the reason for this and also when you can expect to receive our response.
At this stage your formal complaint will be reviewed and responded to by a Associate Factoring Director, whose contact details will be provided to you.
In the event that our final written decision does not resolve your formal complaint, you may apply to The Housing and Property Chamber First-tier Tribunal for Scotland which has authority to consider complaints against a property factor, in accordance with the Property Factors (Scotland) Act 2011, once the formal complaints procedure has been exhausted. At this point in the process we would consider resolving the matter by means of Mediation where this is proposed by the Housing and Property Chamber First-tier Tribunal for Scotland.
The Housing and Property Chamber First-tier Tribunal for Scotland can be contacted at:
Glasgow Tribunals Centre
20 York Street
Property Factor Registration Number PF000288